Zoho CRM | Use the Sinch Inbox

The Sinch Inbox makes it easy to manage all your SMS conversations in one place. You can see who has messaged you and when, view the full conversation history with each contact, check for unread messages or read messages still awaiting a reply and close conversations when no further response is needed.

Access the Sinch Inbox

To access the Sinch Inbox, from the left-side navigation menu, click on the Sinch Inbox and Bulk SMS tab. Make sure you're in the Inbox tab.

You can click on the Settings (cog) icon to update CRM User Settings (push notification settings).

Navigate the inbox

There are some features here to help you manage your inbox effectively:

• Needs Reply: Conversations that don't have replies to the latest inbound message.
• Follow Up: Conversations that have been replied to but aren't closed yet.
• All Conversations: You can see all conversations by clicking the down-arrow next to the Needs Reply and Follow Up options and clicking All Conversations.
• Bulk reassign: Reassign the conversation to a different team and/or user.
• Refresh: Refreshes the conversation inbox.
• Inbound conversations: Click the conversation you want to view to open it.

Navigate the conversation

There are some features to help you manage your conversations effectively:

• Contact Name: This shows the name of the contact in the conversation.
• Add tags: Add and view any CRM record tags attached to the selected contact.
• Add Task: Create a follow-up task for the contact record.
• Opt Out: Prevent the contact from receiving any further messages.
• Close: Close the conversation and remove it from your active inbox.

See this article for more information about sending a SMS/MMS message from the Sinch Inbox.